Remote Contact Centre Training Lead

IVC; England; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Healthcare Cash Plan

Cycle to Work

Green Cars salary sacrifice

Discounted staff pet care

Discounts and cashback

Job summary

inspiring vet care is seeking a proactive Trainer for our Contact Centre Hub to design, develop and deliver training for new starters and Gradbay cohorts, helping colleagues reach their potential and uphold service standards.

You'll facilitate virtual and on-the-job sessions, tailor learning to diverse audiences, and work closely with Team Leaders to close skills gaps while continuously improving training materials and programmes across the network.

Qualifications

• Experience delivering engaging training or coaching programmes.
• Strong presentation and facilitation skills.
• Ability to adapt learning approaches for different audiences and learning styles.
• Excellent organisational and planning skills.
• Experience providing constructive feedback and improving performance.
• Strong stakeholder management and relationship-building skills.
• Proficiency with Microsoft Office and learning new systems.
• Proactive approach to problem-solving and continuous improvement.

Responsibilities

• Designing and delivering engaging training programmes for new starters and Gradbay cohorts.
• Facilitating virtual, and on-the-job learning sessions.
• Supporting onboarding journeys and ensuring colleagues are fully prepared for live environments.
• Identifying skills gaps and delivering targeted coaching and development.
• Working closely with Team Leaders and Shift Supervisors to support ongoing learning needs.
• Maintaining and improving training materials to reflect operational updates and best practice.
• Assessing trainee performance through observations, competency checks, and feedback.
• Providing regular updates and recommendations to leaders on training outcomes.
• Supporting the introduction of new systems, processes, and services through effective training delivery.
• Promoting excellent customer service, call handling, and clinical support standards.
• Building strong relationships across the Contact Centre and wider business.

Skills

Training delivery

Presentation skills

Facilitation

Learning style adaptation

Organisational skills

Stakeholder management

Tools

MS Office

Job description

inspiring vet care is seeking a proactive Trainer for our Contact Centre Hub to design, develop and deliver training for new starters and Gradbay cohorts, helping colleagues reach their potential and uphold service standards.

You'll facilitate virtual and on-the-job sessions, tailor learning to diverse audiences, and work closely with Team Leaders to close skills gaps while continuously improving training materials and programmes across the network.